As the Assistant Front Office Manager, you’ll be responsible for providing quality guest service within the guidelines specified by hotel management. You’ll lead all Front Office Operations (Front Desk, Bell, Door, and Night Audit) by setting and maintaining a high level of guest service. Providing support for the line staff, scheduling for all areas of Front Office, and training of all employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Oversee and supervise all duties performed by all Front Office employees.
• Create and post all employee schedules within the required time frame.
• Coach, counsel, and discipline employees when necessary, using proper documentation and techniques.
• Ensure that all employees are posted at their stations at the correct time, and that they complete their essential duties before their departure.
• Assist with all sick calls or tardiness by finding proper coverage, report to work and stay until proper coverage can be found.
• Assist with any scheduled shift problems on the night audit shifts.
• Properly train and monitor all service levels provided by employees to guests and other fellow employees.
• Meet or exceed levels of service required by the Mystery Shopper Survey.
• Monitor and maintain proper operational supplies.
• Responsible for making sure expenses and labor costs are meeting budgeted requirements.
• Ensure all employees follow proper cash and credit handling procedures.
• Accountable for the "guest ledger" and its proper daily maintenance as well as maintaining the “guest comment card” return ratios as expected by the hotel and management.
SPECIFIC EXPERIENCE WE'RE SEEKING:
• Minimum 1 year supervisory experience in hospitality or similar industry.
• Bachelor’s degree preferred.
• Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.
• Ability to verbally communicate effectively and professionally.
• Experience using Opera and Microsoft Office Suite.
• Flexible schedule, able to work evenings, weekends and holidays.
IHG Hotels & Resorts [LON:IHG, NYSE:IHG (ADRs)] is a global hospitality company, with a purpose to provide True Hospitality for Good.
With a family of 19 hotel brands and IHG One Rewards, one of the world's largest hotel loyalty programmes, IHG has over 6,300 open hotels in more than 100 countries, and a development pipeline of over 2,000 properties.
Luxury & Lifestyle: Six Senses Hotels Resorts Spas, Regent Hotels & Resorts, InterContinental Hotels & Resorts, Vignette Collection, Kimpton Hotels & Restaurants, Hotel Indigo
Premium: voco hotels, HUALUXE Hotels & Resorts, Crowne Plaza Hotels & Resorts, EVEN Hotels
Essentials: Holiday Inn Express, Holiday Inn Hotels & Resorts, Garner hotels, avid hotels
Suites: Atwell Suites, Staybridge Suites, Holiday Inn Club Vacations, Candlewood Suites
Exclusive Partners: Iberostar Beachfront Resorts
InterContinental Hotels Group PLC is the Group's holding company and is incorporated and registered in England and Wales. Approximately 345,000 people work across IHG's hotels and corporate offices globally.
Visit us online for more about our hotels and reservations and IHG One Rewards. To download the IHG One Rewards app, visit the Apple App or Google Play stores.
